The Modern Customer Podcast
by Blake Morgan
Go behind the scenes with customer experience speaker, and founder of CXO House Blake Morgan to explore the secrets of the world's most customer-centric companies.Blake is one of the world's top keynote speakers, a leading authority on customer experience, and the bestselling author of three books on customer experience, including The 8 Laws of Customer-Focused Leadership. The Modern Customer reaches thousands of people each week, conveying the message that how we make people feel — in business and in life — matters. Her weekly show explores how businesses can make customers' lives easier and better, featuring experts who provide simple, tangible advice you can immediately apply in your own organization.Today's customers have the luxury of choice. The answer is simple: choose customer experience, and customers will choose you. Learn how to put a stake in the ground for customer experience by tuning into The Modern Customer Podcast each week with Blake Morgan.
Episodes
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Smooth Sailing: Customer Experience on the High Seas with MSC Cruises' CXO
How does MSC Cruises use AI and 2.5 million guest comments a year to personalize the cruise experience for every traveler? This week on The Modern Customer Podcast, Julie Gregoire, Chief Customer Experience Officer at MSC Cruises, talks about customer experience strategy, AI-powered...
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Closing The Gap Between Marketing and CX with Katie Martell
When a brand's promises outrun its customer experience, trust is the first thing to break. Blake Morgan sits down with Katie Martell, a marketing strategist, speaker and self-described rabble-rouser whose insights have appeared in the BBC, Forbes and The Wall Street Journal. They explore why...
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Mastering the Basics of CX, from Luxury Watches to Lighting
This week on The Modern Customer Podcast, Andrea Felixon, Director of Customer Connections at Quoizel, talks about mastering the basics of CX. For nearly a century, Quoizel has delivered beautifully crafted lighting built on quality, trust, and lasting relationships. You'll hear how Andrea's…
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Driving 30% Growth With CX At Breeze Airways
Breeze Airways made the 2026 TIME100 Most Influential Companies list. With more than 300 routes connecting 91 cities, how does it keep guest experience strong as it grows? This week on The Modern Customer Podcast, Dana Shapir, Chief Guest Officer at Breeze Airways, shares how she prepares teams…
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Must Love Dogs: The Coolest CX Case Study You Haven't Heard Yet
Must love dogs. 🐾 This is one of the coolest customer experience stories I've shared on the podcast. This week on The Modern Customer, I'm joined by Neil Gill, CEO and president of Dogtopia, to talk about keeping care personal across more than 270 locations. We discuss training teams, building...
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How AI Connects Customer Feedback to Business Metrics
Customers tell companies what is working and what is broken every day. But that feedback often sits across support tickets, reviews, social media, chatbots, and other channels. When teams cannot connect those signals to business performance, they struggle to identify which customer issues require...
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Why Volkswagen Combined Marketing and CX to Grow Its Brand
At Volkswagen, existing owners can become "walking advocates" for the brand. So when the company thinks about a message or an audience, it also considers what that message says to the people who already have a Volkswagen in their driveway. That's where bringing marketing and CX together gets...
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How Canva Connects AI Innovation to Customer Success
Canva has seen approximately 40 billion instances of AI usage across its platform. But adding more AI doesn't automatically create a better customer experience. Customers still need to be able to find, understand, and use it. This week on The Modern Customer Podcast, I spoke with Rob Giglio…
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How AI Speeds Up Support and Guides Service Teams
When you're handling 120,000 support tickets a year, including requests from truck drivers who need help after hours, AI can fill an important gap. This week on The Modern Customer Podcast, sponsored by Botpress, Andrew Dell, Support Operations Architect at Super Dispatch, shared how the auto...
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American Airlines Is Using AI Across the Customer Journey
From AI-powered trip discovery to proactive service recovery, Heather Garboden, SVP and Chief Customer Officer at American Airlines, shares how technology and people work together to make travel easier. As a Fortune 100 company serving more than 220 million passengers a year, American operates...
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New York Life Is Turning Customer Feedback Into a Decision Engine
For a 180-year-old Fortune 100 company, modernization requires more than adopting new technology. New York Life is rethinking how customer insight moves through the organization—and how quickly it turns into action. On the latest episode of The Modern Customer Podcast, Regina Warga, VP of...
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How Alaska Airlines Is Transforming the Customer Journey With AI
Alaska Airlines is proving that the best CX transformations make complexity disappear for customers. As Alaska Airlines and Hawaiian Airlines moved onto one technology foundation, the goal was to replace separate bookings, tickets, apps, and support channels with a more connected journey while...
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How FedEx Uses AI to Deliver Visibility, Control, and Peace of Mind
FedEx moves 18 million packages every day, but customers shouldn't have to feel the complexity behind any of them. Using AI and two petabytes of daily data, FedEx can anticipate potential problems, improve delivery visibility, and give customers more control and peace of mind. This week on The...
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Virgin Atlantic Launches the First Airline App in ChatGPT
Virgin Atlantic is the first airline in the world to launch an app within ChatGPT. What could this mean for the future of travel? In this episode of The Modern Customer Podcast, Blake Morgan speaks with Juha Jaervinen, Chief Customer Officer at Virgin Atlantic, about how the airline is using AI…
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How End-to-End Testing Builds Better AI Customer Experiences
AI readiness goes beyond testing the model. Even strong AI can fall short when it relies on outdated information, broken workflows, or poor handoffs between AI and human agents. This week on The Modern Customer Podcast, Seth Johnson, Chief Technology Officer at Cyara, shares what companies need…
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How TIAA Is Using AI to Personalize the Future of Retirement
Personalization could transform the future of retirement planning. This week on The Modern Custome Podcast, Jessica Austin Barker, Chief Digital Officer and Client Experience Officer at TIAA, joins Blake Morgan to explore how AI could help people receive guidance that reflects their individual...
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Deflection Is Dead: Why Customer Engagement Is the New Goal
What if getting rid of customers quickly is actually bad for business? That's the case Pasquale DeMaio, VP of Amazon Connect Customer, makes on this week's episode of The Modern Customer Podcast. His point: if your AI strategy is built around deflection, you're not saving money—you're handing...
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How to Do More With Less: Future-Proofing Work in an AI-Driven Economy
Watching AI automate work that once required thousands of designers, marketers, and copywriters forced Sharon Gai to rethink one fundamental question: What creates value when AI can do more of the work? That's one of the biggest ideas from my latest conversation with Sharon Gai, former Alibaba...
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The Power of Pull: How Customer Demand Drives Business Growth
Why do some companies create products customers can't wait to buy while others struggle to gain traction—even with better technology and bigger budgets? According to entrepreneur, author, and Harvard Fellow Rob Snyder, the answer isn't a better product. It's customer demand. In this episode of…
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AI Digital Workers Are Getting Job Descriptions
This episode is sponsored by Salesforce. One of the most interesting conversations I had at Salesforce Connections was about digital workers. This week on The Modern Customer Podcast, Lauren Esposito, CMO of Asymbl, shares how organizations are beginning to approach AI agents as digital...
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How Salesforce Is Bringing AI Agents Into Marketing
This video is sponsored by Salesforce. This week on The Modern Customer Podcast: Amber Armstrong, CMO of Agentforce Applications at Salesforce, joins me for a conversation recorded live at Salesforce Connections. Everyone is talking about AI agents. But according to Amber, the biggest question...
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Airline Customer Satisfaction Improving, ACSI Data Show
Airline customer satisfaction increased 3% year over year. That's one of the strongest gains across the travel sector, according to new research from the American Customer Satisfaction Index (ACSI). This week on The Modern Customer Podcast, Forrest Morgeson, Director of Research Emeritus at ACSI,...
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Future-Proof: Transform Your Business with AI or Get Left Behind
Companies are embracing AI faster than ever before, and many leaders are realizing that successful transformation depends just as much on people and culture as it does on technology. This week on The Modern Customer Podcast, Dr. Michael Housman, AI builder, founder of AI-ccelerator, and author of...
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Experience Is Everything: The CX Strategy Gap Behind AI Adoption
Many organizations are moving faster on AI than they are on strategy, alignment, and operational execution—and customers feel the difference. This week on The Modern Customer Podcast, customer experience expert, author of the USA Today bestselling book Experience Is Everything, and Experience...
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American Express on AI-Powered Personalization at Scale
American Express is using AI-powered personalization to help frontline teams deliver faster, more relevant support while preserving the human connection behind premium service. This week on The Modern Customer Podcast, Anthony Devane, EVP and Head of Global Support Enablement and Control, Global...
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Build a Brand Like Trader Joe's: Why Human Interaction Still Drives Customer Loyalty
Retail is moving toward more automation, and for customers, the experience is increasingly defined by how those systems perform. At Trader Joe's, the experience is shaped differently. It builds loyalty through in-store interaction and human connection. This week on The Modern Customer Podcast…
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United Airlines' Chief Customer Officer on Scaling CX Through Operations
In this episode of The Modern Customer Podcast, David Kinzelman, Chief Customer Officer at United Airlines—the world's largest airline, known for its extensive international network, operational scale, and continued investment in digital innovation and customer experience—shares how the company...
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CVS Health on Where AI Is Delivering Value in Healthcare
At CVS Health, AI is helping teams better understand and engage consumers—through stronger data and analytics. In this episode of The Modern Customer Podcast, Josh Weiner, Senior Vice President of Consumer Engagement & Analytics at CVS Health, breaks down what it actually takes to make AI work in...
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What Makes AI Customer Support Work at Scale
AI can handle millions of customer conversations—but only when the right data, workflows, and systems are in place. Most companies underestimate what it actually takes to make that work. In this episode, Nalin Gupta, Founder & CEO, Cignara breaks down why AI in customer support isn't...
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Inside KeyBank's Approach to Customer Experience and AI
AI is often deployed to improve efficiency—but its impact depends on how work is structured and delivered. In this episode of The Modern Customer Podcast, Dean Kontul, EVP and CIO of Intelligent Automation, Contact Center, and Investment Operations at KeyBank, shares how one of the largest U.S....
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The Transformation Economy: Why Customer Outcomes Matter More Than Ever
Customer experience is shifting from memorable interactions to driving customer outcomes. That's the shift behind the Transformation Economy, and it's changing how companies create value for customers. This week on The Modern Customer Podcast, Joseph Pine, co-author of The Experience Economy and...
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Vanguard's Client-First Approach to Building Trust at Scale
At Vanguard, every investment is centered on client needs—but delivering that consistently at scale takes more than intent. In this week's episode of The Modern Customer Podcast, Matt Brancato shares how alignment across teams, disciplined listening, and AI-supported frontline decisions come...
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The CX Strategy Behind Bimbo Bakeries' 12,000 Delivery Routes
At Bimbo Bakeries USA, customer experience comes down to one goal: making products available where and when shoppers want them. That means keeping shelves stocked across thousands of stores—every day. This week on The Modern Customer, Jeffrey Hendrix, Chief Customer Officer at Bimbo Bakeries USA,...
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Unifying the Contact Center: Salesforce's Agentic AI Vision for Customer Service
Contact centers have long been built on fragmented systems — CRM for customer data, separate platforms for calls and messaging, and AI layered on top. But that model is starting to change. In this episode of The Modern Customer Podcast, in partnership with Salesforce, Blake Morgan speaks with...
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Service at Scale: The AI Model Driving Sales and Loyalty
Service economics have long depended on headcount. Scale meant higher cost, and capacity constrained performance. AI changes that. This week on The Modern Customer, Matt Price, Founder & CEO of Crescendo, explains how AI expands capacity and connects service directly to business outcomes. Instead...
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What the American Customer Satisfaction Index Reveals About 2026
New data from the American Customer Satisfaction Index reveals nearly a decade of stagnation, a narrowing gap between top and bottom performers, and rising loyalty. Together, these shifts point to one conclusion: customer experience is converging. In this week's episode of The Modern Customer,...
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Powering Connected Customer Conversations with Agentic Voice AI
Customer conversations generate value. Yet most organizations never connect that value to action. Context gets lost across channels, and next steps never connect to downstream systems. This week on The Modern Customer, Ali Tore, RingCentral's SVP & GM of Conversational AI, shares how agentic…
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How CAVA Integrates Hospitality, Experience, and Rewards at Scale
As restaurants scale, preserving hospitality becomes harder to sustain. This week on The Modern Customer, Andrew Rebhun, Chief Experience Officer at CAVA, shares how the Mediterranean fast-casual brand keeps hospitality at the center while scaling to 400+ locations. The conversation breaks down…
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How Great CX Turns Customers Into Superfans
Great customer experience doesn't lose customers to competitors—it loses them to apathy. And it creates superfans when ownership of the experience is clear. In this episode of The Modern Customer, customer experience speaker and author Brittany Hodak explains what actually turns customers into...
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What CX Leaders Can Learn From The Laws of Employee Experience
Customer experience leaders face a familiar tension: do we put employees first or customers first? As organizations scale and adopt AI, that question becomes operational. In this special takeover episode of The Modern Customer Podcast, Jacob Morgan shares insights from The 8 Laws of Employee...
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Winning with AI Without an AI Strategy
This week on The Modern Customer Podcast, you'll hear why winning with AI doesn't start with an AI strategy. In this episode, Peter Czimback—former VP of Experience Innovation at Aramark—shares a business-first approach to transformation that begins with experience, outcomes, and human…
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How AI Is Changing How Customer Bugs Get Resolved
As digital products become the primary customer interface, delays in bug diagnosis and resolution now directly affect the customer experience. In this episode of The Modern Customer Podcast, Matt Rubright, Chief Customer Officer at Jam, explains how Jam fits into the bug-reporting and support...
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How a Fortune 500 Bank Turns Half a Million Customer Signals to Lead CX
In this episode of The Modern Customer Podcast, Krista Phillips, Chief Customer and Transformation Officer at M&T Bank, explains how a Fortune 500 bank turns half a million customer signals into CX execution. The conversation explores how structure, governance, analytics, and AI help move…
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Leading Experience as a CXO Inside One of America's Largest Health Systems
This week on The Modern Customer Podcast, Sven Gierlinger breaks down what CX leadership really looks like at scale. As SVP and Chief Experience Officer at Northwell Health, Sven leads experience across one of the largest health systems in the country—bringing hospitality principles, cultural...
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DHL Sets the Pace for AI-Driven Logistics Innovation
This week on The Modern Customer Podcast, Will Heywood, Chief Customer Officer of DHL Supply Chain North America, shares how the world's largest contract logistics provider applies AI where execution actually matters—inside warehouses, delivery networks, and daily workflows. Will breaks down his...
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How CX-Aligned Leadership Shapes Patient Experience in Kidney Care
Kidney care is one of the most complex—and overlooked—patient experiences in healthcare. In this episode of The Modern Customer Podcast, we explore how CX-aligned leadership can reduce friction and improve outcomes for people facing advanced kidney disease. Strive Health's Chief Customer Officer,...
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How Memorial Hermann Uses AI to Redesign Patient Experience
How is one of the largest health systems in Texas using AI to transform patient experience? This episode of The Modern Customer Podcast explores how Memorial Hermann Health System is applying AI, predictive analytics, and digital tools to redesign care for millions of patients across Houston. The...
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CX and AI Transformation at The Hershey Company
The Hershey Company is transforming faster than ever—proving how CX and AI can modernize a 130-year-old brand at scale. This week on The Modern Customer Podcast, Tiffany Menyhart — Chief Customer Officer at The Hershey Company — shares how her team is reshaping customer experience across physical...
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Me, My Customer, and AI: Scaling Customer Relationships with AI
AI is reshaping how companies build and scale customer relationships. In this episode of The Modern Customer podcast, learn how to use AI to strengthen customer trust, speed up execution, and prepare for voice-driven and multimodal CX. Nicholas Thorne, co-author of Me, My Customer, and AI, breaks...
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How Blue Cross of Kansas Unifies Marketing and CX to Drive Growth
This week on The Modern Customer podcast, Michael Gerrish, Chief Marketing and Experience Officer at Blue Cross Blue Shield of Kansas, shares the strategy that transformed their organization. The key? Aligning Marketing and Experience to accelerate growth. Michael outlines how the unified CMXO…
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About this show
Go behind the scenes with customer experience speaker, and founder of CXO House Blake Morgan to explore the secrets of the world's most customer-centric companies.Blake is one of the world's top keynote speakers, a leading authority on customer experience, and the bestselling author of three books on customer experience, including The 8 Laws of Customer-Focused Leadership. The Modern Customer reaches thousands of people each week, conveying the message that how we make people feel — in business and in life — matters. Her weekly show explores how businesses can make customers' lives easier and better, featuring experts who provide simple, tangible advice you can immediately apply in your own organization.Today's customers have the luxury of choice. The answer is simple: choose customer experience, and customers will choose you. Learn how to put a stake in the ground for customer experience by tuning into The Modern Customer Podcast each week with Blake Morgan.
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Blake Morgan
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